ZyXel EMG3425 Setup and Troubleshooting Guide

The ZyXel EMG3425-Q10A is a gigabit-capable residential gateway / router with leading edge specs and killer wireless performance. This will help you get the most from your Ting Fiber experience by delivering up to 100 Mbps on the 2.4GHz network, up to 400 Mbps on the 5GHz AC network, and up to 1000 Mbps on a Cat6 wired connection for compatible devices. Please keep in mind that the quoted wireless speeds are theoretical and based on perfect environmental conditions, free from interference and obstacles. For the fastest speeds, we recommend a wired connection via Cat6 Ethernet wherever possible.

Connect to the ZyXel Gateway using a wired connection. Note: If a wired connection is not possible, you may use a wireless connection but keep in mind that you will be disconnected if any changes are made to the wireless network you connect to.

The first time you log in, you will be prompted to change the admin password. This password is used to access the ZyXel web configuration tool and you will need it the next time you wish to make any changes. Please keep it in a safe place as there is no way to recover this password and you must factory reset the ZyXel Gateway if it is lost. Note: this is not your wireless key

Click through the tree menu on the left side to Configuration > Network

Select the Wireless network you would like to configure Wireless LAN [2.4GHz / 5GHz]

Set your desired network name in the Name (SSID) field. We recommend appending _2.4 or _5 to the 2.4GHz and 5GHz networks if they would otherwise have the same name. For example, if you want your networks to be named Tell my Wi-Fi Love Her,name the 2.4 GHz network Tell my Wi-Fi Love Her_2.4 and the 5GHz Network Tell my Wi-Fi Love Her_5

Set the Security Mode to WPA2-PSK

Set your desired network password in the Pre-Shared Key field

If you wish to change these settings for both the 2.4GHz and the 5GHz networks, remember to repeat these steps for each.

For each client device that is running a service for which ports will be forwarded, they must be assigned a static LAN IP address in these DHCP tables. Set this up using the device’s MAC address and the desired IP address

Power cycle the Zyxel router by removing the power plug from it for 10-15 seconds and then plugging it back in -- then wait approx 3 minutes for the router to finish turning back on. This resolves the majority of connectivity issues.

Attempt a direct wired connection to the ZyXel box

Ensure the client device is getting an IP address from the ZyXel boxOn Windows

Using Command Prompt:

Win+R to open run prompt

Type cmd and press enter

Run ipconfig

Find the appropriate interface’s heading. For a wired connection, it will look something like Ethernet Adapter Local Connection or for a Wi-Fi connection, Wireless LAN adapter. There will likely be a lot of text and you may have to scroll with your mouse wheel to find the right one.

Ensure there is a value for IPV4 address and it is within the same subnet as the gateway. Hint: look at the first three octets; make sure those of the gateway match those of the client device

Using Network Properties:

Right click on the network icon in the system tray

Select Open Network and Sharing Center

Under View your active networks, click on the Local Area Connection link for the ZyXel connection

Click Details

Ensure IPv4 address has a value (not null) and that it is within the subnet of the gateway

On a Mac:

Open terminal (CMD + Space to open spotlight, then type terminal)

Run ifconfig

Ensure there is a value for inet and it is in the same subnet as the gateway

If your computer is not getting an IP address from the ZyXel gateway, there is likely something wrong with the DHCP settings on the ZyXel or the client machine. Ensure that both the gateway and the client machine are set to use DHCP addressing. In the event that the client device needs a static LAN IP, ensure it is still set to request via DHCP and that the reservation is made correctly in the gateway DHCP settings (see LAN Static IP Reservations above for help with this).

If your machine is getting a local IP address but has no internet connection, check the connection at the gateway:

Check the status menu to ensure the gateway has a WAN IP address and the WAN Interface is up.

Ensure the appropriate LAN interface is up for the client device where difficulties are experienced. Eg: LAN1 for a wired device on the first ethernet port or WLAN 5G for a wireless device on the 5GHz network.

Power cycle the Zyxel router by removing the power plug from it for 10-15 seconds and then plugging it back in -- then wait approx 3 minutes for the router to finish turning back on. This resolves the majority of connectivity issues.

If you are using a corporate firewall or Antivirus, remove these from the equation while testing. Reboot your test machine into safe mode with networking and bypass all network equipment apart from the provided gateway and ONT.

Run a ping test through the Gateway's web GUI at Maintenance > Diagnostics > Ping tab. This can be used to rule out issues with the gateway being able to access the internet. Note: Pings to Google.com or Google's DNS servers may be filtered out as DoS traffic. If you're performing a pingtest, choose a different IP or host (such as charlottesville.speedtest.ting.com).

If the gateway is able to ping but the client computer is not, the problem exists between the two. Check the DHCP configuration, and replace any network cables.

Double-check the could also be caused by IP / DNS settings on the client device to ensure they are compatible with those of the ZyXel Gateway.

Ensure the Wi-Fi ON/OFF button (on the back) is set to the ON position

Turn the Wi-Fi ON/OFF button to the OFF position, wait 10 seconds, then turn back ON

Power cycle the Zyxel router by removing the power plug from it for 10-15 seconds and then plugging it back in -- then wait approx 3 minutes for the router to finish turning back on. This resolves the majority of connectivity issues.

If you cannot find the SSIDs or if you have forgotten your WPA key, these can be changed in the web GUI Wi-Fi configuration menu at Configuration > Network > Wireless LAN 2.4G and/ or 5G

Ensure Wi-Fi is turned on in the web GUI and ensure that the Wireless is set to Enable. Remember that the 2.4GHz and 5GHz radios each have their own settings.

On OSX and MacOs, one of the SSIDs will be hidden when the computer connects to the other. Forget the network configuration to reveal the other SSID.

If your Chromecast can connect to the Zyxel's wireless network, but no devices can talk to it (e.g. performing the initial setup or casting things to the Chromecast), disable "IGMP Snooping" under Settings > Network > Lan > IGMP Snooping in the Zyxel RG interface and then reboot it.

If none of the above fixes things, get in touch with us so we can send you a replacement.

If the Power LED does not stop blinking:

The unit takes approximately 2 or 3 minutes to boot up, during which the power light will blink. After boot up, the power light should turn solid. If this does not occur, get in touch with us so we can send you a replacement.

If the 2.4G and/or 5G LED are off:

This is also helpful if the LEDs are on, but your devices cannot connect to one or both networks.

Ensure the Wi-Fi ON/OFF button is set to the ON position

Turn the Wi-Fi ON/OFF button to the OFF position, wait 10 seconds, then turn back ON

Power cycle the Zyxel router by removing the power plug from it for 10-15 seconds and then plugging it back in -- then wait approx 3 minutes for the router to finish turning back on. This resolves the majority of connectivity issues.

Ensure Wi-Fi is turned on in the web GUI at Configuration > Network > Wireless LAN 2.4G and/ or 5G and ensure that the Wireless is set to Enable. Remember that the 2.4GHz and 5GHz radios each have their own settings.

If none of the above fixes things, get in touch with us

If the WAN LED does not blink, flicker, or turn on at all:

Ensure that the gateway is connected to the ONT with an Ethernet cable, and that the ONT is turned on. Otherwise, replace the Ethernet cable as it may be faulty.

If the INTERNET light does not turn on:

The INTERNET light should blink when sending/receiving data. If this light does not blink or flicker, get in touch with us so we can troubleshoot with you.

If ALL of the LEDs are solid:

The gateway may not be connected to the correct power supply. Ensure the gateway is connected to the 12 VDC / 4 Amp power supply included. If you have confirmed that the gateway is using the correct power supply and the problem persists, get in touch with us so we can send you a replacement.